The Florida Legislature
Office of Program Policy Analysis and Government Accountability

Performance Audit of the Taxpayer Assistance Program Administered by the Department of Revenue , Report No. 94-13, November 1994

The Department of Revenue has established taxpayer assistance timeliness goals in the following areas: responding to phone inquiries, disseminating information on taxpayer law changes, and responding to correspondence. However, DOR has not met its timeliness goals and has not monitored its accomplishment of its timeliness goals for disseminating information on tax law changes and for responding to phone inquiries.

Providing accurate information to taxpayers is important for ensuring compliance with Florida tax laws and reducing filing errors. Although DOR reviews outgoing correspondence to ensure the accuracy of written responses to taxpayers, the Department does not routinely monitor the accuracy of information provided to taxpayers over the phone or in-person. In addition, DOR has not ensured that staff is promptly informed of tax law changes. The Department has not assessed the training needed by its employees or ensured that employees attend training needed to help them accurately respond to taxpayers questions.